RADVISION Video Enables Cisco Contact Center

TEL AVIV--(BUSINESS WIRE)--RADVISION® Ltd. (Nasdaq: RVSN), a leading provider of video network infrastructure and developer tools for unified visual communications over IP, 3G, and emerging next-generation IMS networks, today announced that it is providing integrated video communications for Cisco’s Unified Customer Voice Portal (CVP). Cisco’s solution will now leverage the SCOPIA Interactive Video Platform’s extensive video communications capabilities.

The SCOPIA Interactive Video Platform (IVP) is a universal video media server platform providing powerful processing building blocks, ubiquitous device connectivity and enabling the easy creation of a wide range of video-related applications and services. The video integrated Cisco CVP solution utilizes RADVISION’s iCONTACT, a unique contact center video-enabling software component running in conjunction with the SCOPIA Interactive Video Platform. Together, the SCOPIA IVP and iCONTACT offer a comprehensive solution that enables systems integrators and contact center equipment vendors to develop and deploy visual communications services to contact centers.

Using Cisco Unified Customer Voice Portal, organizations can provide intelligent, personalized self-service over the phone, allowing users to efficiently retrieve the information they need from a contact center. Customers can use touch-tone service or their own voice to request information with self-service, and, if live agent assistance is requested, Cisco Unified Customer Voice Portal can transfer information given by the customer and the call itself to the agent, resulting in a smooth customer service experience. Now with RADVISION’s SCOPIA Interactive Video Platform, Cisco Unified Customer Voice Portal can support video interactions, including self-service, queuing, and agents.

Video adds a new dimension to the traditional contact center; the dimension of sight and enables an entirely new realm of communications offering users a unique video telephony experience, streamlining operations, and boosting service levels and cutting expenses. This new call center capability harnesses the power of visual communications and can change the nature of customer interactions. Video enabling Cisco Unified Customer Voice Portal with the SCOPIA Platform provides the following features and benefits:

Video menus for a more intuitive caller experience
Video self-service where prerecorded or live videos can be played enabling richer interactions
Video queuing where videos can be played while waiting for an agent
Video agent support providing a unique customer service experience that builds trust
Video agents can "push" additional pre-recorded or live video content to callers, providing an efficient, standardized method for sharing information and instructions.
Support for 3G video-enabled mobile devices and video kiosks for broad user access and reach.

“As organizations become more dispersed and in-person meetings become an expensive luxury, electronic communication is quickly becoming the default way of communicating. Video greatly accelerates building trust between parties especially when they have never seen each other before,” said Boaz Raviv, CEO of RADVISION. “RADVISION’s SCOPIA Interactive Video Platform puts a live face to a name, delivering increased customer satisfaction ultimately leading to a more profitable business.”

About RADVISION

RADVISION (Nasdaq: RVSN) is the industry’s leading provider of market-proven products and technologies for unified visual communications over IP, 3G and IMS networks. With its complete set of standards-based video networking infrastructure and developer toolkits for voice, video, data and wireless communications, RADVISION is driving the unified communications evolution by combining the power of video, voice, data and wireless – for high definition video conferencing systems, innovative converged mobile services, and highly scalable video-enabled desktop platforms on IP, 3G and emerging next-generation IMS networks.